Technical Support Specialist (Retail/Franchise IT) to $2000

Help franchise stores across the U.S. stay connected and running smoothly!
We are looking for a highly capable Technical Support Specialist to provide remote support to franchisees and store teams. You will be the go-to expert for resolving in-store technical issues that go beyond what third-party vendors can handle.

🚀 What You’ll Do

• Remote Support: Assist store teams via phone, email, and video conferencing.
• Troubleshooting: Resolve issues with VoIP calling, network connectivity, firewalls, and hardware failures (cabling, ports, peripherals, POS systems).
• Configuration & Setup: Guide staff through installation and setup of new hardware and systems.
• Documentation: Maintain accurate records in the ticketing system and provide detailed evidence for vendor escalations.
• Ownership: Take full responsibility for cases, ensuring timely resolution and clear communication with store personnel.

✅ Must-Have Qualifications

• Proven experience in technical support, help desk, or IT support roles.
• Strong knowledge of networking fundamentals (routers, firewalls, connectivity).
• Hands-on experience with VoIP systems.
• Hardware troubleshooting skills (cables, ports, peripherals).
• Excellent English communication skills (written and spoken).
• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational skills and attention to detail in documentation.
• Experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow).

🌟 Nice-to-Have

• Experience supporting retail or franchise environments.
• Familiarity with multi-location technical operations.
• Experience working with third-party vendors and escalations.

🕒 Work Environment & Schedule

• Fully remote role, supporting U.S. franchise locations.
• 40 hours per week, 5 days.
• One weekend day required.
• Required coverage window: 12:00 PM – 4:00 PM ET (U.S. Eastern Time), which corresponds to 7:00 PM – 11:00 PM Kyiv time.
• Flexible additional hours (before or after core window).
• Example schedules:
  • Tue–Sat: 10:00 AM – 6:00 PM ET
  • Tue–Sat: 12:00 PM – 8:00 PM ET
  • Sun–Thu: 8:00 AM – 4:00 PM ET
  • Sun–Thu: 9:00 AM – 5:00 PM ET

💼 Compensation & Benefits

• Competitive salary range depending on location and experience.
• Remote work flexibility.
• Paid vacation and sick leave.
• Professional growth in a fast-paced, multi-location retail environment.

🎯 Who We’re Looking For

A problem-solver with strong technical skills and a customer-first mindset. Someone who thrives in a remote environment, communicates clearly, and takes ownership of issues until they’re resolved.